Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Advice from a Call Center Geek!
Latest Episodes
AI Customer Bots Are Coming to You Call Center!
The onslaught of customer AI agents.In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my flight from Tuesday to Wednesday.”<...
Everything I Have Learned about Ai Powered QA
Everything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate contact center quality assurance with AI.I'm breaking down the biggest lessons, the biggest mistakes I see people...
Why You Should Not be Scoring 100% of Your QA Calls
Most contact centers still believe scoring more calls means better QA.It doesn’t.In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you m...
Dear Santa: Here is the AI Contact Center Tools We Actually Want!
This episode is my AI Christmas wish list for CCaaS. Not toys. Not buzzwords. The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers. T...
Inside Expivia Digital and the State of Contact Center Technology
Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implemen...
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